Operations Manager

3 days ago

Makati City, National Capital Region, Philippines beBeeInnovative Full time $90,000 - $120,000

Customer Success Manager Role

This role is ideal for someone who wants to make a visible impact and drive value in customer-facing teams.

As a Customer Success (CS) Operations Manager, you will play a pivotal role in shaping how our customer-facing teams deliver value and scale with growth. Reporting to the VP of Customer Experience (CX), this is an opportunity to own the systems and processes at the heart of our customer journey.

You'll be responsible for designing and optimizing workflows that support CS, Support, and Onboarding teams, as well as standardizing playbooks, renewal processes, health scoring models, and customer journey maps.

Responsibilities:

  • Define, implement, and refine workflows to support CS, Support, and Onboarding teams.
  • Standardize playbooks, renewal processes, health scoring models, and customer journey maps.
  • Act as the primary administrator and owner of Gainsight and Salesforce for the CS org.
  • Manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling.
  • Drive automation to reduce manual work and improve efficiency.
  • Build and maintain reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion).
  • Track KPIs and provide insights that drive customer outcomes and operational efficiency.
  • Partner with Sales, RevOps, Finance, and Product to align on customer metrics and handoffs.
  • Support CS Managers with tools and reporting to manage their portfolios effectively.
  • Rollout and train teams on new processes and best practices.

Requirements:

  • An analytical mindset with ability to turn data into actionable insights.
  • Experience with SaaS / subscription business models.
  • 5+ years of experience in Customer Success, RevOps, or related operations role.
  • Exposure to renewal forecasting and customer revenue operations.
  • Hands-on Gainsight administration & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.
  • Proven track record of designing scalable processes for customer-facing teams.

What You Will Gain:

  • A fast-paced, collaborative environment where your ideas won't just be implemented they'll shape how we serve our customers.
  • The opportunity to own the systems and processes at the heart of our customer journey.
  • A team that values innovation, collaboration, and customer success.

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